Virgin Atlantic Black Card Dispute & Compensation

In some respects the legalities of a situation are not really the point. Maybe Virgin can refuse to issue an additional card and maybe they can take as long as they like to tell you that but that's not really what Virgin was doing here.

If they were refusing to give an additional card, they should have just said so - they didn't.

They sent you and your wife cards to use and said nothing about ID verification for anyone. Both cards worked, then one stopped and nobody said anything to you about this. You had to do all the running to work out what had gone wrong and, to this day, Virgin has not been able to give you anything meaningful by way of response.

They've fobbed you off with stock responses about admin/data entry errors, promised the additional card and still not delivered.

So what we have here, in my opinion, is not Virgin exercising its rights to refuse this that and the other, but Virgin just being plain inefficient and, possibly, making stuff up to fend you off.

Whether £75 is a fair offer is the moot point here. It's just over half the fee which sounds reasonable in some respects but, if you consider why you are paying a fee in the first place, maybe it isn't. Personally, I believe you should have the right to expect a much higher standard of service and exclusivity for this amount of money. You haven't really received anything approaching that (from what you describe) and I think they should have waived the entire fee.